Case Study: Hewlett Packard Office Equipment Provider

Enhancing Operational Efficiency for a National Kyocera Office Equipment Provider

    • Industry: Office Equipment Provider

    • Location: South Africa

    • Previous System: Small proprietary system

    • New System: CO3 Nucleus Service

    • Implementation Date: June 2015

Customer Portal Enhances Self-Service and Customer Satisfaction

Challenge:
The client needed a customer portal to allow customers to independently manage service requests, reprint invoices, and monitor the status of open service calls, reducing the strain on administrative staff.

Solution:
CO3’s Customer Portal Module was added to the CO3 Nucleus Service system, empowering customers with a self-service platform. This module enabled users to log service calls, access invoices and statements, and check the status of service calls in real time.

Key Outcome

The portal greatly enhanced customer service by providing an intuitive, user-friendly platform. This self-service feature not only improved customer satisfaction but also reduced the administrative burden on the client’s team, streamlining invoicing and service call management. The improved customer satisfaction was a clear testament to the positive impact of the CO3 Nucleus Service.

Gaining Visibility into Service Profitability Per Device or Customer

Challenge:
The client had limited visibility into the costs associated with maintaining equipment and providing consumables, making it difficult to track profitability on a per-device or per-customer basis.

Solution:
CO3 Nucleus Service was implemented to provide a comprehensive solution for tracking service-related costs, including:

  • Parts
  • Labour
  • External contractors
  • Mileage (travel)
  • Ad hoc costs
  • Back-to-back third-party contracts

Key Outcome

CO3 Nucleus Service recorded all revenues and costs accurately, providing the client with detailed profitability metrics for each device and customer. This allowed the client to make data-driven decisions, better manage their costs, and improve overall profitability.

“With Nucleus Service Mobile, we now have complete visibility into our technicians’ activities, which has allowed us to optimise their time and reduce unnecessary costs. The ability to manage boot stock and work orders in real-time has been a game-changer for us.”

Improving Contract Invoicing Accuracy

Challenge:
The client’s billing process was prone to errors and instability, resulting in frequent credit notes. Additionally, customers were requesting consolidated invoices that grouped all devices under a single contract into one document.

Solution:
The CO3 Nucleus Service Contract Billing Module was implemented to create a stable and accurate invoicing process. This module also supported the generation of consolidated invoices, addressing the client’s customer demands.

Key Outcome

The client achieved a more reliable invoicing process, eliminating billing errors and the need for frequent credit notes. With consolidated invoices, customer satisfaction improved significantly, thanks to the enhanced clarity and accuracy of the billing process.

Automating Data Collection from Field Equipment

Challenge:
The client needed an interface between field equipment and the Service Management System to automate the collection of data for billing and consumables management, reducing manual inputs and errors.

Solution:
CO3 Nucleus Service was integrated with M Connect, an open API that allows data collectors to feed information directly into CO3 Nucleus Service. This integration enabled the automatic collection of meter readings, which streamlined billing, service management, and consumables tracking.

Key Outcome

After some minor development, the client successfully automated the collection of meter readings for 80% of their contract invoices. This automation drastically reduced manual data entry, improved billing accuracy, and enhanced overall operational efficiency.

Through the implementation of CO3 Nucleus Service, this national Hewlett Packard equipment provider experienced significant operational improvements. By streamlining customer service with a self-service portal, improving visibility into service profitability, and automating critical billing and data collection processes, the client enhanced efficiency, reduced errors, and boosted customer satisfaction. These transformations not only optimised day-to-day operations but also set the foundation for more sustainable growth and profitability.

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